I've given them 2 stars - and it narrowly escaped being no stars - only because they did try to help - at least initially - but sadly did not succeed in solving my problem without my spending my own time, money and initiative to plug the big gaps left in their pitiful attempts at service.
I had a British Gas Service Contract which included cover for an integrated fridge, washing machine and hob/oven - costing nearly £40 per month!
Apart from a few boiler related calls over the years I didn't need to call them out until my Fridge stopped working. The first engineer came - just opened the fridge door - and said "the compressor needs replaced". He said it would take a few days to get and a week or so later a second engineer arrived with the compressor - but claimed the fridge was "jammed solid" and couldn't be taken out from under the work top to fit the compressor. He therefore declared it "beyond economic repair" and left.
Later on my son and I had a look under the work top and found the fridge carcase was screwed on to brackets under the work top. Once we removed the screws we were able to slide the fridge out quite easily.
We were going to contact British Gas and ask them to send the engineer back with the compressor he had with him the previous time. but we found on the web for this cost £177 - while a new fridge was only £160! We told British Gas this and said we would prefer to go down the new fridge route and could we schedule an engineer to come back and fit the new fridge when it arrived.
Things went quiet - no new appointment made. We fitted the new fridge ourselves (not rocket science) and are still awaiting any compensation from British Gas.
On reflection I would have been much cheaper putting this nearly £40 per month into a piggy bank and using small local companies to sort things out as and when needed. They would also come when I wanted them - no need to hang about for 5 or 6 hours waiting on them. BG will only give you a window from 08;00-13:00 or 12:00 -18:00 and won't ring you more than 10-15 minutes before arrival - so imposssible to go anywhere othe rthan the end of the street duruing all this time!
I'll never ever take out any "service contract" or "extended warranty" with any major company again!
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